Customer Success: What Customers (Really) Think About You

As a CSM, the following thought has likely crossed your mind a few, well, hundred times: “How am I perceived by my clients?” Truth be told, there isn’t necessarily a clear, concrete answer to this -- after all, how can there be? No two CSMs are exactly the same, and each client holds a different perspective. With that being said, we can definitely help with figuring out why your customers feel the way they do about you. We’ve dedicated this issue of the SaaS Tattler to showcasing why your customers absolutely love you as their CSM ….. or why they might not (and how you can fix that!).

If you’re able to get through this list and nod the whole way through, chances are, your customer believes their CSM truly is all that…. and a bag of chips. Congratulations! In this article, Olwen van Dijk-Hildebrand outlines the top 9 reasons why your clients think so positively of you.

“To go to the extra lengths is what will make your company truly memorable.”

On the other hand, if you’ve been experiencing some negative vibes from a customer lately, perhaps you need to take a step back and re-evaluate how you’ve been treating your client. If you can pinpoint even one thing you’re doing from this list, perhaps that explains why your client doesn’t think so highly of you at the moment. Here, Robb Fenn covers how not to treat your customers, and how you can improve their impression of you.

“Successful companies recognize that you will never understand what customers’ value until you ask them.”

Although the title suggests a theme solely about customer loyalty, first and foremost, this article teaches you CSMs how to give your customers a positive perception of you in general. In this piece, Len Markidan reveals the secret to keeping your customers happy -- by taking the long-term view and placing them under your protection -- which can pay off in a big way.

“Place your customers or clients under your protection and keep their best interests in mind.”

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The Best of Customer Success Today

In need of some inspiration? Let’s examine ten companies with the right Customer Success practice, and learn how this strategy can spur growth in the long run. 10 Companies Mastering Customer Success.

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About the Author

Trisha is a Digital Marketing Intern at Amity, who will begin to pursue her HBA degree in the fall. She is passionate about creative design, social media, and technology, and is completely obsessed with avocados.